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Firebox Reviews

4.4 Rating 4,734 Reviews
87 %
of reviewers recommend Firebox
4.4
Based on 4,734 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 63%
Accurate And Undamaged Orders
Greater than 85%
Customer Service
Communication Channels
Email, Live Chat
Queries Resolved In
Under An Hour
Customer Service
3.8 out of 5
Returns & Refunds
Refunds Process
Very Easy
Returns Process
Easy
Read Firebox Reviews

About Firebox:

A homeware, lifestyle and gift shop for people with imagination.

Visit Website

Email:

info@firebox.com

Location:

Firebox.com Ltd 21-27 Lamb's Conduit Street,
London
City of London
WC1N 3NL

Write Your review

Still waiting for my order
Helpful Report
Posted 3 years ago
Hi there Lorraine, Thank you for taking time to review Firebox - we appreciate it. We apologize, that you have not yet received your delivery. Our customer service team has already contacted you by email and hopefully resolve the matter to your satisfaction. Take care Fireboxers
Posted 3 years ago
I would like to point out that I am not usually someone who would write bad reviews but I have had an absolutely tragic service. I ordered some personalised beer for a colleagues birthday on the 28th September 2021, I was then contacted a few days later to verify my age, this was done straight away. I then contacted customer service on the 4th October 2021 to see when my parcel was going to be delivered, to which I was told that my order had be released and would be with me soon. On October 11th 2021 (my colleagues birthday had passed by this point) I received what I believed to be my Firebox parcel, however upon opening it I realised I had been sent completely the wrong thing and found myself stuck with personalised plates, bowls and egg cups for 'Mario and Nicole'. I obviously contacted 'Customer Service' straight away. I heard back two days later asking me to send a photo of the product, which I did. I have not heard anything since despite following up multiple times, it is now the 21st October 2021. PLEASE CONTACT ME BACK ASAP.
Helpful Report
Posted 3 years ago
Hi there Alice, Thank you for taking time to review Firebox - we appreciate it. We apologize, that you received a faulty gadget and had a bad experience with Firebox. Our customer service team has contacted you by mail and hopefully resolve the matter to your satisfaction. Take care Fireboxers
Posted 3 years ago
AVOID - Item never arrived, Firebox told me to complete police stolen form before they would refund. I completed the police form (police said as I never received the item, the discrepancy is between Firebox and Yodel - not myself) and now Firebox won't reply to my emails regarding the refund! Which I need ASAP as I now need to buy another gift! Will never use Firebox again!
Helpful Report
Posted 3 years ago
Dear Joanne, Thanks for taking the time to share some feedback on your latest Firebox experience - we appreciate that. Unfortunately, your experience was not great, but we have seen that our CS team has already contacted you by email and hopeful worked out a satisfactory solution with you. Take care Fireboxers
Posted 3 years ago
The item didn’t work even after the “new” batteries were changed
Helpful Report
Posted 3 years ago
Didn't receive my order because of low stock levels, still seems to be on website?
Helpful Report
Posted 3 years ago
Hi James, Thanks for taking the time to share some feedback on your latest Firebox experience - we appreciate that. Unfortunately, your experience was not great, but our customer service team will get back to you by email and work out a satisfactory solution with you. Take care Fireboxers
Posted 3 years ago
Ordered an item. Waited a week and no communication. Website said delivery in 5 days. Brother's birthday missed. I email to find out where my order is and receive a very poor unhelpful reply. Company used to be so reliable. I wont be shopping there again.
Helpful Report
Posted 3 years ago
Hi there Guy, Thank you for taking time to review Firebox - we appreciate it. We are very sorry that you have not yet received your delivery and have had a bad experience with Firebox. Our customer service team will contact you as soon as possible and hopefully resolve the matter to your satisfaction. Take care Fireboxers
Posted 3 years ago
Utterly useless. Ordered a personalised item ("Brick Yourself" keyring - still waiting for them to publish my review of it!) and what turned up was nothing like what I ordered. They had the absolute audacity to try and tell me returns aren't possible because it's personalised, even though it's NOTHING like what I asked for. IDIOTS!
Helpful Report
Posted 3 years ago
Very bad customer service, not helpful whatsoever, they said they would change the address for me but sent it to the wrong one anyway even though I messaged them straight away via email and Facebook where they apparently love to speak to you, I definitely won't be using them again.
Helpful Report
Posted 3 years ago
Hi Jo, sorry to hear that we didn't do our job - unfortunately we are not around for 24 hours a day. Take care Fireboxers
Posted 3 years ago
I have bought items from these guys in the past and always been happy, while understanding that the products are novelty items at times. However, back in early May I ordered a pack of 3 air fresheners. The first order never arrived, so I reached out and they sent a new one. It just arrived today July 10th. Ok late delivery can happen. But the product itself is an absolute joke. Custom images on the fresheners bare washed, they stick and are just overall a s... Product. As a customer, I am extremely disappointed and this likely affect my future dealing with this company.
Helpful Report
Posted 3 years ago
Hi there Soren, Thank you for taking the time to review Firebox - we appreciate it. We are very sorry that there were problems with this order and that you did not like the product you received. Please contact our customer service team - info@firebox.com - and we will work with you to find a satisfactory solution. After all, we want our customers to be satisfied. Take care Fireboxers
Posted 3 years ago
Still not done anything after 2 weeks ....don't know if its ruined of not
Helpful Report
Posted 4 years ago
Hey Friend, Thank you for taking the time out to send a review. We are so sorry the experience was less than desired. We appreciate your feedback and will endeavour to rectify the situation. If you could please contact us via email at info@firebox.com we can try and resolve this as soon as possible for you. Best From, The Firebox Team
Posted 4 years ago
I got the kit that contains four colours and kaleidoscope... Why would I want to make my lense different colors when an app does the same? Why would I want the other style when an app does better?
Helpful Report
Posted 4 years ago
Hello there friend, Thanks for reviewing and rating Firebox, though we are sorry to hear that you're disappointed with what you received. Unfortunately we don't have any of your information to look into your order. We replied to you privately 5 days ago asking for your order information, but have yet to receive a reply. We'd really love to help in any way we can. Do get in touch with our customer service team at your earliest convenience: info@firebox.com We'd love to get to the bottom of your concerns and make sure you have the best experience possible. We look forward to hearing from you soon. All the best, Firebox
Posted 4 years ago
Unable to enter zip code in order to track as I live in the US and zip codes are different. Also phone # will not work frTHE US. US.
Helpful Report
Posted 4 years ago
Hey friend, Thanks for the review, though we are sorry to hear you're having trouble tracking your order. We're a completely digital company and no longer have active phone lines. Sorry to disappoint. We'd love to talk to you and help track down your order, so do contact us via e-mail at your earliest convenience. You can e-mail us on: info@firebox.com We look forward to hearing from you! The Firebox team
Posted 4 years ago
Brought some personalised golf balls for a friends birthday and the print is terrible. The picture I sent was fine but there print on the ball has no black in it so there is no contrast in the picture at all looks washed out. The image of the itself is tiny and printed between all the text on the golf all not even in a blank space. Cant even get a refund because it’s been personalised. Extremely unhappy as I’ve now wasted £20 on a gift that’s going in the bin and have to spend more to replace it. Will not use again.
Helpful Report
Posted 4 years ago
Hey Shannon, Thank you for taking the time to review Firebox, though we are sorry to hear you are disappointed with your latest order. We'd love to look into this thoroughly, and help in any way we can. Please do get in touch with our customer services team via e-mail: info@firebox.com We look forward to speaking to you soon! Regards, The Firebox Team
Posted 4 years ago
ORDER #193357 I ordered my personalised plushy doll 2 weeks ago and it has not arrived yet the status say fulfilled. Can you please tell me where my order is or if it is even coming?
Helpful Report
Posted 4 years ago
Hello there, Many thanks for taking the time to reviews, and sorry to hear you're still waiting on your Mini Me doll! Unfortunately international deliveries can currently take a little longer than we would like to, and with this product we do have a lead time of 14 working days. However we can definitely provide you with more information on your delivery - please pop us an email (info@firebox.com) and we'll get back to you right away with more insight. Hope to hear from your soon, The Firebox team
Posted 4 years ago
I brought a food mystery box and it's awful! Completely waste of money and rubbish items. Clearly last seasons food your just trying to get rid of. Items Completely random items and non of it would anyone eat. Will not be buying again.
Helpful Report
Posted 4 years ago
Hello stranger! Thanks for taking the time to review your Mystery Box, though sorry it wasn’t the experience both of us would have wished for!  We try to curate a selection of items in our bestseller list, all round favourites. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box! Should you wish to discuss this further with our customer service team, please email info@firebox.com. They’d be delighted to help in any way they can. Take care, The Firebox Team
Posted 4 years ago
Do not order from this company! I ordered in early December for some Xmas presents and they still had not arrived closer to Xmas so they told me to wait a little longer, in January so I contacted them again... they resent me the parcel through apparently post but they had sent me my things through DHL which I had to pay import tax for... they did not have the courtesy to inform me i would be charged or even refund me the import tax. Very poor customer service. Will not be shopping from them again.
Helpful Report
Posted 4 years ago
Hey friend, Thanks for taking the time to review and rate Firebox. Although, we are gutted to hear that it wasn't the fantastic experience we both hoped for. We're afraid that we are not liable for any custom charges, this is covered in our terms and conditions: Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them. ​If you do not pay these local import/custom duties or taxes then the Product could be returned to Firebox or possibly destroyed if too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any law in any such country. Should you want to talk about this further, or need further explanation, feel free to get back in touch with our customer service team. We are always happy to help in any way we can. You can reach us via e-mail: info@firebox.com Take care, Firebox
Posted 4 years ago
Ordered 8 secret santa boxes, all turned out to be the same, everyone opened them together to have 8 same rubbish in it. Nowhere it was mentioned that they gonna be the same.
Helpful Report
Posted 4 years ago
Hey there Deimante, Thanks for reviewing Firebox - though sorry it wasn’t the experience both of us would have wished for! We try and curate an interesting and mysterious item in each type of Santa Box, but unfortunately on this occasion it sounds like we’ve not given you the joy we’d hoped for. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box in Christmas 2021! Cheers, Firebox
Posted 4 years ago
Ordered over a month ago and still haven’t received anything!...no communication either! 😡
Helpful Report
Posted 4 years ago
Hey Jordan, Thanks for reviewing Firebox, though sorry to hear that it hasn't been the experience we both hoped for. We've located your order through your e-mail and can see we've been e-mailing you since Dec 17th. We can see your order was declared lost in post Jan 3rd and we've offered you a replacement or refund today (Jan 5th). We look forward to your response via e-mail or Facebook, at your earliest convenience. Regards, Firebox
Posted 4 years ago
Although firebox is an amazing company and has some crazy stuff! I ordered the black box along with mystery boxes. The black box had what I can only assume is old stock that couldn't be got rid of. Couldn't find most of it on their website. It included a pokket charger, I gave it to my daughter for Xmas, only to find it's only compatible with android phones. It's just not worth the money, ended up with things of no use. Don't waste your money on the black box.
Helpful Report
Posted 4 years ago
Hi Anon, Thanks for reviewing Firebox, though we are sorry it wasn't the experience we both hoped for. We try and curate an interesting selection of mysterious contents but unfortunately on this occasion it sounds like we’ve not given you the joy we’d hoped for. This year our Black Box had a selection of exclusive items. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box! Cheers, Firebox
Posted 4 years ago
Waiting for my order for almost a month. It was shipped but the tracking information doesn't really give any valuable info. Contacted customer service twice and didn't get an answer. Worst experience ever and my items won't probably arrive in time for Christmas.
Helpful Report
Posted 4 years ago
Hi Filipa, Thanks for reviewing Firebox, though we are sorry to hear it isn' the experience we both hoped for. We've looked into your order and can see that your chosen delivery method is untracked. Our team responded to your e-mail on Dec 18th, letting you know the latest ETA for your order. If you're still without parcel, do contact us again so we can arrange something for you. Regards, Firebox
Posted 4 years ago
Firebox is rated 4.4 based on 4,734 reviews